2.2. Features

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Revision as of 12:21, 15 April 2011

2.2.1. OTRS 3.0 - Admin Manual/Chapter 2/2/1

2.2.2. OTRS 3.0 - Admin Manual/Chapter 2/2/2

2.2.3. OTRS 3.0 - Admin Manual/Chapter 2/2/3

2.2.4. OTRS 3.0 - Admin Manual/Chapter 2/2/4

2.2.5. OTRS 3.0 - Admin Manual/Chapter 2/2/5

OTRS has many features. The following list gives an overview of the features included in the central framework.

The features of OTRS

Web interface:

• Easy and initial handling with a web browser.
• Because no active web contents like Flash or Java applets are used, the web interface is usable with most web browsers, even with mobile phones or other mobile computers.
• A web interface to administer the system via the web is available.
• A web interface to handle customer requests by employees/agents via the web is integrated.
• A web interface for customers is available to write new tickets, check the state and answer old tickets and search through their own tickets.
• The web interface can be customized with different themes; own themes can be integrated.
• Support for many languages.
• The appearance of output templates can be customized (dtl).
• Mails from and into the system can contain multiple attachments.

Mail interface:

• Support for mail attachments (MIME support).
• Automatic conversion of HTML into plain text messages (more security for dangerous content and enables faster searching).
• Mail can be filtered with the X-OTRS headers of the system or via mail addresses, e.g. for spam messages.
• PGP support, creation and import of own keys, signing and encrypting outgoing mail, signed and encrypted messages can be displayed.
• Support for viewing and encrypting S/MIME messages, handling of S/MIME certificates.
• Auto answers for customers, configurable for every queue.
• Email notifications for agents about new tickets, follow-ups or unlocked tickets.
• Follow-ups by references or In-Reply-To header entries.

Tickets:

• Expanded queue view, fast overview of new requests in a queue.
• Tickets can be locked.
• Creation of own auto answer templates.
• Creation of own auto responders, configurable for every queue.
• Ticket history, overview of all events for a ticket (changes of ticket states, replies, notes, etc.).
• Print view for tickets.
• Adding own (internal or external) notes to a ticket (text and attachments).
• Ticket zooming.
• Access control lists for tickets can be defined.
• Forwarding or bouncing tickets to other mail addresses.
• Moving tickets between queues.
• Changing/setting the priority of a ticket.
• The working time for every ticket can be counted.
• Up-coming tasks for a ticket can be defined (pending features).
• Bulk actions on tickets are possible.
• Automatic and timed actions on tickets are possible with the "GenericAgent".
• Full text search on all tickets is possible.

System:

• OTRS runs on many operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows).
• ASP support (active service providing).
• Linking several objects is possible, e.g. tickets and FAQ entries.
• Integration of external back-ends for the customer data, e.g. via AD, eDirectory or OpenLDAP.
• Setting up an own ticket identifier, e.g. Call#, Ticket# or Request#.
• The integration of your own ticket counter is possible.
• Support of several database systems for the central OTRS back-end, e.g. MySQL, PostgreSQL, Oracle, DB2).
• Framework to create stats.
• utf-8 support for the front- and back-end.
• Authentication for customers via database, LDAP, HTTPAuth or Radius.
• Support of user accounts, user groups and roles.
• Support of different access levels for several systems components or queues.
• Integration of standard answer texts.
• Support of sub queues.
• Different salutations and signatures can be defined for every queue.
• Email notifications for admins.
• Information on updates via mail or the web interface.
• Escalation for tickets.
• Support for different time zones.
• Simple integration of own add-ons or applications with the OTRS API.
• Simple creation of own front-ends, e.g. for X11, console.